Complaints

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car on 06/07/2024 from Grote. I was told when they sold me the car that it what it was worth (@$26,000) and that the vehicle was not in no major accidents (frame damage, ect.) That it was only in a minor accident ( small dent, scuffs, no frame damage, etc.) But upon normal maintenance that i do on my cars the car that I bought from them there is apparent frame damage. They told me that there was no frame damage. Had I'd known about or been disclosed this information I would not have purchased this vehicle as frame damage greatly depreciates the cars value. I'm starting to believe they knew about it but didn't want to disclose it. How would they not know about it? So I'm wanting them to make this right and either pro rate how much I owe on the vehicle or exchange it for one that is identical, no accidents, and actually worth what I'm paying for it. I've tried contacting them but still haven't received a response.

  

  Business response

  07/03/2024

  I spoke with the customer, and by his own admission, the CarFax report showed that there was no frame damage on the vehicle. The customer acknowledged that it was shown to him at the time of purchase. ************** stated to me on the phone that he removed the front bumper and grill of the vehicle in an attempt to do modifications on it. A CarFax was provided and signed, stating the vehicle was in a minor accident and that no frame damage was reported. There were no indicators of any frame damage on this vehicle.

  Customer response

  07/03/2024

   I am rejecting this response because:
  First off I never said anything about doing modifications on this car. I was doing routine maintenance and further inspecting it. Second this is the second time your company has ran a fast one on me. Both in the value and cost of the car.  And I will be contacting an attorney. How the h*** do you guys buy a car and not have it inspected? If your so prestigious then why would the custom have to inspect the frame of the car? I asked you if you had someone that inspects these cars before you buy them and you told me yes you did. And I told you obviously someone ain't doing their job. I straight up feel like you guys do this for a living and that's buy a salvaged or junk car and then have a half way mechanic fix it up nice to sell it at almost new prices. So all I got to say is ok if your guy missed it ok then make it right and adjust the price to what it should have been sold for not the price you gave me. Which you charged me as if this car was pristine and almost new obviously not. I found out what you guys did now own up to it and make it right. Or I will blast this everywhere. Social media heaven. I'm so sick of you guys ripping people off and then trying to make it look like it's their fault. Dirty business dirty dirty DIRTY F'ING BUSINESS!!! 
  
  

  

  Business response

  07/11/2024

  The **** says that 41% of vehicles on the road today have been in some type of accident. That is why at Grote Automotive we have a customer sign and acknowledge a Autocheck or Carfax on EVERY vehicle we sell.  This vehicle is question has a clean title and is not salvaged or rebuilt. If a vehicle is in an accident , a body shop can repair the vehicles to insurance standards and not have a branded title.  Again, we showed you the Carfax that you signed that showed the vehicle had been in a minor front end accident but does not have any Structure Damage. Also, based on our records, we gave you a discount on the price of the vehicle at the time of sale of almost 10%.  Furthermore, all vehicles Grote Automotive purchases or takes in on trade has an extensive Mechanical inspection done before they are placed for sale..  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday May 20, 2023 bought car Sunday June 4th emailed Qualified Auto in regards to appointment on AC and locks to be repaired (ac and locks WERE repaired)Dropped car off Tuesday August 1st, ONLY 72 days after purchasing for AC issue AGAIN and oil consumption. Was told by qualified Auto that I needed an AC compressor and Grote was only willing to pay for half, was also told to take car to dealership to have them further examine the engine issue January 8th ****'s Garage said engine no good due to oil consumption **************** claims issue is not covered January 30th ******'s Auto confirmed engine needed replaced Monday May 13 Grote refuses to rectify the situation or speak any further

  

  Business response

  05/28/2024

  ***** ***** purchased a 2017 Kia ******** on May 20th 2023 with ******* miles. *************** took the vehicle into ***** auto repair on 12/29/2023 with ******* miles. *** extended service contracted wanted the motor torn down to point of issue to determine coverage. *** customer declined the tear down and proceeded to drive the vehicle for another 6000 miles until it was taken back in 5-1-24 for motor issues. *** extended service contract has now turned down the claim for motor damage as they state that the issues back in December was not delt with as no tear down was authorized and the customer kept driving the vehicle causing more significate damage to happen to the motor.  Grote Automotive has no authorizations to determine coverage for an extended service contract.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 4/13/2024 Grote Automotive in Elkhart *************************************************** went to Grote Automotive to look at cars and was pressured into a 2021 ***** Malibu and was told my payments would be under 400 dollars a month. When giving my paperwork I was told that I have to give them a 5 star review before signing, During the signing process they did not go over all the paper work and I was told that my payments would be 159 a week but my paperwork stated 155 a week with a down payment of $900 due after signing and 600 paid by 5/10/2024 along with my weekly payments of 159. After reviewing paperwork they were asking for over 600 a month for a 2021 ***** Malibu that had damages that was not fixed. After keeping the car for 2 days my girlfriend going over paper work and told me to take the car back because they are scamming me and they added on a 25% interest fee plus charging me double for what the car is worth. After taking the car back was told that they did not have to give me back the 900 down payment and refused to give me his boss number so I can talk to him. I was also threatened to get the police called on me for asking for my down payment back. This is a real shady business and I would like for them to be investigated, they are very rude, disrespectful and very unprofessional and also would like a refund of the money I gave to them. Also they have a lot of customers that have gone back and gave them a bad review after having the same similar issue with them. Also none of my paperwork matches up.

  

  Business response

  05/09/2024

  **************** came into our dealership specifically requesting to finance a Chevrolet Malibu. After receiving the bank approval, test driving the car, and going over payment information, **************** left the dealership to think about whether he wanted to proceed with the purchase. Several hours later, he returned and agreed to move forward. The interest, cost of interest, and monthly payments were all discussed prior to and during the signing of the paperwork. The deal was finalized with the lender when **************** contacted them stating he didn't want the vehicle anymore. The lender reversed the loan, at which point **************** returned the car to us.  We have returned all down payment money to ****************. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership financing/contract

  

  Business response

  03/20/2024

  We sold *************** a vehicle and unfortunately her financing fell through. We had to re-process the vehicle through the detailed department and service inspection per company policy prior to refunding any money because there were miles put on the vehicle. We are reaching out to the *************** to return her the down payment of $1000 as of 3.20.2024

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I bought a car from Grote Automotive on January 13th, 2024. The next morning it broke down and wouldnt start. we have since had intermittent starting issue, have been belittled and yelled at by management and refused further help, even being within our warranty. They offered help in order for me to take an online review down, then once I removed it treated us horribly, didnt follow through. They lied on financing documents to get us approved and we didnt know until after and we are stuck with a car that has issues since the first day.

  

  Business response

  02/26/2024

  On January 14th, 2024 the General Sales Manager received a call at 1 in the morning from the customers stating the vehicle had broke down. We coordinated and got the vehicle in to a service center to determine the issue. It was discovered that it wouldnt start due to subzero temperatures, as the service center got the car jump started and did a full inspection on the vehicle. Despite this, we still replaced the battery. The customers later complained that the issues still persisted, the service center again replaced the battery and the started, and did another inspection on the vehicle. The customers stated that in transport, the tow truck scratched the vehicle. We had the scratch repaired. The customers also stated that they wanted 4 new tires on the vehicle, as they werent all the same, which we did. The customers requested the vehicle be taken to the ****** dealership to be checked for any recalls, which we coordinated and completed. After this, the customers requested another inspection of the vehicle. We declined to complete a fourth inspection on this vehicle. The customers had the General Sales Manager and Sales Managers personal cell phone numbers and did not hesitate to call outside of business hours, of which all calls were answered. The company did not lie on any financing documents. All information submitted was the information given to the sales person from the customers. Customers have the vehicle and have had no since issues. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 29, 2023 my wife went to Grote Automotive-Elkhart to buy us a truck. After a bunch of hoops were jumped, we finally got approved for a 2016 Dodge Ram ****. After a test drive and a deposit was made, they let her take it home. Yesterday, January 8, ****, at day 9, it just wouldn't start all of a sudden. When they weren't willing to rectify the situation, my wife told them to come get it and refund our money. They tried to tell her the tow would come out of the deposit. She refused, stating mechanical issues at day 9 is not our problem, it's theirs. Then they told her they don't have to refund the deposit at all. They said they were sending a tow truck. My wife has disputed the transaction with our bank. I am filing this complaint to make everyone aware of their shady business practices, and would like a refund. The dispute may go nowhere. We need a truck, and now we are out one because it wouldn't start anymore. We need the deposit back so we can use it to try to get another truck, since they never even offered to try to find us a working one.

  

  Business response

  01/22/2024

  We have successfully retrieved the truck and resolved the issue by replacing the battery. The customer has requested a refund, which we are prepared to process. However, they have initiated a dispute with their bank regarding the card charges. We have communicated our willingness to issue a refund, contingent upon the cancellation of their bank dispute. The customer indicated they would withdraw the dispute and mentioned that a bank representative would contact us for confirmation, but we have not received any communication from the bank. Despite our requests for written confirmation or an email regarding the dispute's cancellation, or even a contact number for someone at the bank, we have not received any such information. Under these circumstances, we are unable to proceed with the refund while the dispute is active. We will promptly issue the refund once we receive official confirmation of the dispute's cancellation.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Elkhart location purchased a car but had a noise in backend so I was told it would be fixed before i take it that it was new to lot so mechanics had not looked at it yet! ****** sales rep heard the noise as well on test drive. They call me almost a week later its ready! So I find ride there which is an hour away! Im told by ****** and the finance guy that the noise is still there but they found nothing wrong and so they put lubricants in there and the noise should dissipate as I drive it! So I said so I take it to mechanic where I live? Finance *** says yes and we will take care of payment wherever I go! Then I tell ****** so Im just driving this away and if I get in an accident its ok? So after driving home this vehicle was wobbly and jerked around at high speeds I called and I was told to bring it back to the same guy who couldnt find anything wrong to begin with! I told them I wasnt driving it again that far so they would come get it and get me a rental! I never asked for rental! Now after paying deposit for rental and having to find ride 30 minutes to get it they say car is fixed come get it! It was the shocks! No apologies and I want my down payment back! Not to mention the sales rep used my personal number to send an inappropriate text! I want my money back

  

  Business response

  12/18/2023

  This customer purchased a vehicle and after a day had an issue with it. She picked it up from the mechanic shop but the shop did not complete the entire repair. The customer was concerned and we took the car back to the shop. In the meantime, the customer was put in a rental car while we had her car fixed. The customer ultimately did not want the vehicle and we agreed to take the car back and unwind the deal. We told the customer the down payment would be refunded as soon as the rental car was returned to the rental company. We spoke with the customer 12/15/23 and initiated the refund of down payment as the rental car has been returned.. The customer is happy she received the refund and the car deal was unwound... 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 20, 2023 I purchased a vehicle a ******* Elantra 2017 from Grote Automotive in Warsaw, IN. I traded in my ******* Torrent and put $500.00 dollars down I drove the ******* Elantra for a month and then it started stopping while driving but it always started again until August 28, *********************************************************************************************************************************************** ****, IN where **** the owner stated that the engine was 2 qtz low on oil and it should not have been and the engine could have been catastrophic if the engine blew up while we were driving Upon calling Grote Automotive to tell them what was wrong with the car they proceeded to tell me I committed fraud by trading in my Torrent that had a lien on it and they were not paying it off But they didn't say anything when I traded it in and never asked for the title I haven't had my car in a month and haven't made my first payment before it broke down. This vehicle they knowingly sold me that had things wrong with it has cost me jobs and lost time

  

  Business response

  09/20/2023

  *************** has an extended warranty. She has a 3 month and a 2 year or 24,000-mile warranty. I also included the contracts. The service number is ************. She can take it to any Certified mechanic anywhere in *****************. We would be willing to cover any deductible. Also, we can cover her next oil change. Please have reach out to me for the oil change and for the payment of the deductible..

  Customer response

  09/22/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

   

  I have spoken with ********************* who said he was going to be taking care of the ******* Elantra and getting it fixed for me. He also stated he would cover the cost of the rental of a vehicle to use until the car is fixed...

  Thank You for your assistance with this matter..

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Called the buisness inquiring about the price of one of there trucks. Was told it was a new stock and havent priced it yet. They called me back the next day trying to sell me the truck but refused to say a price. Claimed they are deeply discounted and will accept any reasonable offer. I offered 15k they sent me a text saying she spoke with her manager and will accept my offer. I drove a hour to the dealer and not only was that truck not there but they refused to honor the price, said 25k was the lowest they could go. They continue to call me trying to sell me something. They claimed they would have management contact me about the lie in the price and resolve the issue but never contacted me other than to keep trying to sell me a vehicle.

  

  Business response

  09/14/2023

  Grote Automotive reviewed the customers conversation regarding the price of the vehicle. At this time, we will reimburse you for your travels. Please pick up a $50 gift card from the Warsaw location. 

  Customer response

  09/18/2023

   I am rejecting this response because:
  I have already taken 2 trips to warsaw for a wasted trip. I would have to take a 3rd trip in order to get the gift card. I would accept it if it were mailed to me but i will not drive over an hour one way for the 3rd time for it.  My mailing adress is *********************. ****** ******* 46926. 
  
  

  

  Business response

  09/19/2023

  We will get this mailed out. Thank you 

  Customer response

  09/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought vehicle from grote drove down the road truck broke down wont refund my money or give me back my trade. Not even had 1 day with vehicle I just want my trade back and a refund

  

  Business response

  08/25/2023

  The customer purchased a truck from *******************************************. He brought the truck back the next day as he had buyers remorse and also stated insurance would be to much for the truck. The customer had put money down on a debit card and has disputed the charge and Grote is not contesting this dispute as we took the truck back and returned him his trade in vehicle ***** Explorer). Once a customer disputes a charge ******************** cannot refund any amount because if the dispute goes though Grote would be out double the money. 

  Customer response

  09/01/2023

   I am rejecting this response because:
  
  From: ***************************** <*********************> 
  Sent: Friday, September 1, 2023 1:43 PM
  To: Info@ mailbox <***********************************************>
  Subject: Response Id ********
  
  I dont have buyers remorse the truck was a lemon. Drove it to auto one they check it bad oil pump and transmission. Took truck to a certified ***** dealer and they aggreed. I had to pay for a tow from Michigan to take car back to lot. No truck with that low miles should have engine and transmission problems. They also did not disclose that the truck has been in an accident. They gave me a hard time about giving me back my trade they held my trade hostage and were ready to sell it. Next day I went back and asked for my trade and money that I put down to go else where. They stated I signed a contract and that they cant unwind the deal. I later on got called from the bank to be told my loan was denied so they finally offered my vehicle back after my bank was going to do a voluntary repo to help secure there collateral.  
  

  
  

  
  

  Customer response

  09/20/2023

   I am rejecting this response because:
  
  My bank has been trying to contact the business to close the dispute but grote will not answer or keeps hanging up on the bank 
  

  

  Business response

  09/20/2023

  Please have customer reach out to *******************************, District Manager ************

  Customer response

  09/26/2023

   I am rejecting this response because:
  
  

  I have reached out to dealership they keep telling the bbb that they will refund my **** down payment for a vehicle I never got. I call the dealer and they refuse to refund me my **** saying it was a deposit didnt know they kept the deposit if I was never approved my any lender for the vehicle that was returned the next day for sever mechanical problems. Thats why they wont even answer my bank that keeps calling for the refund that Grote has already told the BBb that they will refund if my bank closed the dispute. 

  

  Business response

  09/26/2023

  *************** disputed his $1000 debit charge. Grote Automotive allowed the dispute to go through. I have attached documents to show **************** has indeed received his $1000. At this time Grote Automotive has no additional ties to customer. 

  Customer response

  10/03/2023

   I am rejecting this response because:
  
  

  Grote has not refunded any money to me I will act bank statements they are providing false information and my **************** rep has not seen any transaction as they claim. Proof I have received anything from grote .I just called them last week and they are still refusing to refund my money. They told my bank and the bbb that they refunded my money and theres the proof. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩